Staff Analyst Series - Planned Service Changes

POSITON SUMMARY:

Planned Service Changes team helps subways riders navigate around complex planned service changes through cohesive, helpful, accurate, timely communications. The team provides information about planned work to riders when and where they need it. The analyst translates technical jargon into customer-friendly messages written in plain language; publishes on multiple platforms; and serves as a customer advocate in day-to-day functions, working to build trust in MTA service and customer experience.

RESPONSIBILITIES:

• Publish service messages across multiple customer touchpoints, including in-system screens, the MTA website and app, and other channels.

• Track and manage service plan information from multiple sources to ensure accuracy and consistency in customer messaging.

• Ensure all communications align with brand guidelines and contribute to our mission.

• Participate in planning meetings for high-profile projects.

• Coordinate and project manage service information with multiple teams, including Marketing Production, Government & Community Relations, Operations Planning, Road Operations, and other various stakeholders.

• Perform quality control reviews of service change information across channels.

• Provide support for trip planning functions.

• Research and act on customer inquiries.

• Assess effectiveness of communications efforts, recommend, and implement improvements.

• Create, manage, and modify website content via CMS.

• Assist the Customer Experience leadership team with other tasks and assignments as necessary to drive forward the MTA customer experience.

EDUCATION AND EXPERIENCE:

Staff-Analyst I-II

1. A master's degree from an accredited college or university in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, or urban studies, or a Juris Doctor degree from an accredited law school; or

1. A baccalaureate degree from an accredited college or university and two years of satisfactory full-time professional experience in one or a combination Of the following areas: working with the budget of a large public or private concern in budget administration, accounting, economic Or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research, or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area; or

1. An associate degree or completion of 60 semester credits from an accredited college or university and four years of satisfactory full-time professional experience as described in "2" above; or

1. A four-year high School diploma or its educational equivalent and six years of satisfactory full-time professional experience as described in "2" above; or 5. A combination of education and/or experience equivalent to "1," "2", "3", or "4" above. College education may be substituted for professional experience at the rate of 30 semester credits from an accredited college or university for one year of experience. However, all candidates must have a high school diploma.

Associate Staff Analyst

1. A master's degree from an accredited college or university in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies, or a Juris Doctor degree from an accredited law school, and one year of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management, or in a related area; or

1. A baccalaureate degree from an accredited college or university and three years of satisfactory full-time professional experience in the areas described in "1" above.

DESIRED SKILLS:

• Bachelor's degree in Marketing, Communications, Business, Transportation, or related field is preferred.

• Ability to see the big picture and pay close attention to detail — thinking at both the systems-level and about how communications achieve our goals at individual customer touchpoints.

• Strong analytical skills and resourceful, creative problem-solving

• Familiarity with human-centered communication and digital channel/content strategy principles

• Superior writing and editorial capabilities; must be able to make tough editorial decisions in line with human-centered comm